Where will your career take you next? Let’s find out together.

At Zurich Cover-More, we’re proud to be one of the world’s leading travel insurance and assistance providers. Each year, we protect more than 20 million travellers worldwide, making sure we’re there every step of their journey with proactive care, personalised cover and specialist support. Zurich Cover-More partners with many of the world’s best-known brands – think major airlines, travel giants, top banks, credit card providers, and large retailers – to deliver more care, more cover, for all.

Launched in December 2024, Zurich Cover-More is the global travel brand of Zurich Insurance Group, one of the world’s leading multi-line insurers. Our family of customer-facing brands includes trusted names like Travel Guard, Cover-More Travel Insurance, Travelex Insurance, Universal Assistance, World Travel Protection, Freely, and Blue Insurance. Together, we’re redefining what it means to travel safely and with confidence. Whether it’s a long-awaited holiday, a last-minute business trip, or an unexpected detour, we deliver in the moments that matter.

About Travel Guard

This role is part of our Travel Guard team. Travel Guard is a leading travel insurance brand, serving millions of leisure and business travellers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centres across Asia, Europe, and the Americas, ensuring 24/7 support to help travellers navigate unexpected circumstances that may disrupt their plans. Travel Guard became part of Zurich Cover-More in December 2024.

What you’ll be doing:
 

You will lead the Quality Assurance function across Operations by shaping standards, driving performance improvement and ensuring consistent delivery of high‑quality customer and operational outcomes across the region.

• Design, implement and continuously enhance QA frameworks, standards and evaluation methodologies aligned to business, client and regulatory requirements.
• Oversee quality assessments across Assistance, Claims, Medical and third‑party operations, ensuring accuracy, compliance and service excellence.
• Analyse quality data, complaints insights and customer feedback to identify trends, root causes and improvement opportunities.
• Lead the development and implementation of corrective actions and continuous improvement initiatives across Operations.
• Establish and facilitate calibration processes to ensure consistent application of quality standards across teams and regions.
• Act as the subject matter expert for QA standards, scoring models and assessment practices, providing guidance to stakeholders.
• Deliver and support training, coaching and capability‑building initiatives to strengthen quality awareness and skills across teams.
• Establish a regular cadence of QA reporting, providing insights and recommendations to support leadership decision‑making.
• Ensure QA activities comply with regulatory, contractual and internal governance requirements, maintaining audit readiness.
• Develop and maintain QA documentation, including SOPs and frameworks, ensuring they remain current and effective.
• Collaborate closely with Operations, Training, Complaints, Compliance and external partners to strengthen controls and improve outcomes.
• Support the Training & QA Manager through deputising responsibilities and ad‑hoc initiatives as business needs evolve.
• Provide leadership and flexible support within a 24/7 operational environment where required.

What skills and experience you’ll bring on this journey:

You will have strong quality, coaching and leadership capability, along with the judgement and discipline to apply standards consistently while driving meaningful performance and behavioural change across teams.

• Proven experience leading or managing quality assurance functions or teams within operations‑driven environments such as emergency assistance, travel insurance, claims, BPO or customer service.
• High proficiency in English (written and spoken), with the ability to:
  • deliver nuanced and constructive coaching conversations,
  • design or contribute to instructional and coaching materials, and
  • identify tone, intent and language nuances during QA audits and feedback.
• Strong working knowledge of QA methodologies, including call monitoring, case or claims audits, calibration processes, root cause analysis and performance coaching.
• Demonstrated experience delivering structured coaching frameworks and measuring coaching effectiveness using quality metrics, performance data and behavioural indicators.
• Proven ability to analyse QA outcomes, complaint trends and customer feedback, translating insights into actionable process, performance and service improvements.
• Experience designing, implementing or evolving QA frameworks, standards, scoring models or governance structures.
• A strong customer experience mindset, balancing technical accuracy with clear, empathetic and outcome‑focused service delivery.
• Strong interpersonal judgement and emotional awareness, enabling constructive, professional and respectful engagement across diverse teams, cultures and seniority levels.
• Proven ability to influence and collaborate with cross‑functional stakeholders to drive alignment, accountability and sustained quality improvement.
• High reliability and personal accountability, with the discipline to manage detail‑heavy work while maintaining a focus on long‑term quality and operational outcomes.
• Familiarity with knowledge management platforms and quality documentation practices; professional certifications in QA, Training or Lean Six Sigma are advantageous.
• Willingness to complete and maintain any mandatory QA or regulatory certifications required by the business.

Why you’ll love working with us!

We value optimism, caring, togetherness, reliability, results-orientation, and forward-thinking.  

We have more than 3000 employees worldwide. We are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customer service and corporate services professionals. We share a global purpose to look after travellers, at every step of their journey. 

Career growth. This is an extremely exciting time for us at Zurich Cover-More, as we rapidly expand our business across the globe. We’re committed to helping our people thrive through a comprehensive onboarding experience, continuous professional development, and a supportive work environment that empowers growth at every stage of your career.

Diversity and inclusion. We respect who you are and thoroughly embrace diversity. Wherever life has taken you, we welcome you to bring your whole self to work. Just be you – because that’s exactly who we’re looking for.

We also offer some fantastic benefits including:

• Flexible working opportunities
• 16 days annual leave
• Personal and family health insurance coverage
• Life insurance
• Employee rewards and recognition schemes

Appy today and let’s go to great places together!

#LI-Hybrid 

#LI-PL18